2 Agents getting/accepting same chat requests

neo4trace

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2 Agents getting/accepting same chat requests

« on: November 15, 2007, 06:58:40 PM »

Hi:

We are having another issue in our call center where in 2 agents who are logged into chat are able to accept an incoming chat from a customer (even though their priorities are set at different numbers), its almost as if the priorities dont matter atall.

The uneasy thing about this is that, if 2 agents accept same chat request, the other agent has to be careful before typing and sending anything out to the customer, as we dont want to the customer to get 2 responses from agents.

we are on hcl 2.1.5 version.

How can we make sure that this does not happen?

Or the priorities to actually work.


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HCL Admin

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Re: 2 Agents getting/accepting same chat requests

« Reply #1 on: November 17, 2007, 06:11:46 AM »

Hmm, let me do some checking, it technically should not be possible, since both ops should not be getting a chat request at the same time.


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neo4trace

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Re: 2 Agents getting/accepting same chat requests

« Reply #2 on: January 04, 2008, 08:08:45 PM »

hey mlz, any luck with this?

FYI: we have change the assignment numbers for all our operators in the system, we have about 5 operators logged in at any given time.


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spatter9999

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Re: 2 Agents getting/accepting same chat requests

« Reply #3 on: March 28, 2008, 12:12:25 AM »

We are experiencing the same problem. Although each operator has their own priority level, all online operators get the chat request and all can accept the chat request. The result is that the end user gets multiple operators helping them at once.

Has anyone determined the fix for this issue?


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